The article below titled “No Problem” from the late and great Zig Ziglar is a strong reminder of how important word choice is when engaging with members, guests, visitors, and our own team members. When you have an opportunity to deliver service (moment of truth), how do you respond? How are we perceived as a team and as a community by your response? Is the tone positive or negative? Consider a visit to any Chick-Fil-A. As a fast food restaurant, they could decide to remain average like the rest of the fast food industry. Instead, you will hear phrases like “it will be my pleasure to serve you at the window” and when asking for that extra container of Polynesian sauce, the answer is always “my pleasure”. The same consistent service can be found at any franchise you may visit. Serving others with an attitude of “my pleasure” is not just a training program for Chick-Fil-A… It is hardwired into their culture.
What similar phrases do you like to use or have made a positive impression on you when visiting other businesses? How can we rise above average in our own opportunities to deliver service? Please share ideas/comments below.
All the Best!
By Zig Ziglar
Frequently when we ask someone who is in a service capacity or, for that matter, a family member or friend to do something, they will say, “No problem.” The request might have been as simple as, “May I have some salsa for my omelet, please?” and the response will be, “No problem.”
Let’s think about that response. It’s universally accepted that we associate the word “problem” with a problem, which most of us don’t consider positive. However, the person is really saying they will be pleased to handle the request and they will have “no problem” in complying. The question is, why not respond in a positive way like, “Certainly. I’ll be glad to take care of that for you,” or, “Yes, indeed, and it will take only a minute.” In fact, just this past Sunday Bill Flanagan had a commentary about this very phrase on CBS’s Sunday Morning program. Click here to read his opinion.
The English language is truly fascinating and has many twists and turns, including oxymorons. For example, someone might say, “it’s the same difference,” or another person might talk about “jumbo shrimp.” As we reflect on those word turns, it becomes obvious there is a certain amount of confusion in communicating what is really meant. There is an old negative expression which says, “Those things which can be misunderstood will be misunderstood.”
When we explore words we realize we’re talking about communication, and when we talk about good leadership, we are really talking about the ability to clearly communicate a message. Without the ability to communicate effectively, very few people understand what is expected of them. However, the decisive leader, the one who gets things done, is an effective communicator. Think about it. Study effective communication skills, learn to apply them and you will have a “leg up” on the leadership ladder. SEE YOU AT THE TOP!
– Zig Ziglar